Providing information that is accurate, up to date and easy to understand

Point of Contact

All of our members, participants and clients will be provided with the name of the Arts Access Victoria staff member responsible for their project or program and details of how to contact them. In most cases this will be the Project Coordinator.

Privacy and Confidentiality

All privacy and confidentiality requirements will be respected. For further information refer to the Arts Access Victoria Privacy Policy.

Feedback and Complaints

We encourage feedback so that we can continually improve our processes and services. All projects include formal processes for obtaining participant feedback and evaluation.

We also recognise the right of individuals and organisations to make a complaint against Arts Access Victoria and we are committed to the fair and quick resolution of all issues. We will respond to all complaints as promptly as practical and without unreasonable delay (in most cases within 10 working days).

The process for making a complaint is:

In the first instance, contact the person who is your point of contact (usually the Project Coordinator). The staff member will aim to resolve the issue immediately.
If the complaint cannot be resolved by the staff member, it will be referred to the staff member’s immediate supervisor (in most cases, the Project Manager). The manager will aim to resolve the issue.

If the issue still remains unresolved, a formal complaint should be sent to the Executive Director of Arts Access Victoria. The complaint should be made in writing or the method most effective dependant on your communication requirements. The Executive Director will contact you and every attempt will be made to resolve the issue.

If there is no resolution at this stage, you will be invited to a formal mediation attended by Arts Access Victoria staff, the Executive Director, and an external mediator/facilitator if required.

If the matter remains unresolved after all internal processes have been exhausted, resolution will be sought through appropriate external channels.

At any point in the process, you may choose to include an advocate or other representative.

Monitoring and Review

This service charter will be reviewed annually and will include analysis of feedback and complaints.

For further information about our Service Charter contact Arts Access Victoria.